[Hiring] Manager of Customer Experience @OnTrac

Role Description

The Manager of Customer Experience leads customer experience operations, overseeing staff, streamlining procedures, and ensuring efficient workflows. This role develops and executes strategies that enhance the end-to-end customer journey, improve customer satisfaction, and strengthen customer loyalty and retention. The Manager supports escalation pathways between OnTrac’s Commercial and Operations organizations and leads a team of 4–5 employees who support the company’s largest volume and revenue accounts with daily operational questions and escalations.

Qualifications

• 5+ years of relevant experience, preferably including supervisory experience, with a Bachelor’s degree or equivalent
• Advanced knowledge of customer experience management principles, customer journey mapping, and service design methodologies
• Knowledge of customer satisfaction measurement tools, customer feedback programs, and customer analytics
• Financial literacy to manage budgets and evaluate team ROI
• Ability to lead a team of professionals and provide effective performance coaching

Requirements

• Develop and execute strategies that enhance the end-to-end customer journey, improve satisfaction, and strengthen customer loyalty and retention.
• Manage customer experience operations, streamline procedures, and ensure efficient, consistent workflows.
• Support escalation pathways between Commercial and Operations, ensuring daily customer questions and operational issues are routed and addressed effectively.
• Oversee customer experience support for OnTrac’s largest volume and revenue accounts, ensuring timely responses to daily operational questions and escalations.
• Lead, plan, schedule, and coach a team of 4–5 employees, providing direction and driving consistent performance.

Benefits

• Medical, dental, and vision insurance
• Life and short- and long-term disability coverage
• 401(k) retirement savings plan with company match
• Flex vacation in states other than CA, CO, IL, MA, MT, and NE, with accruals up to 96 hours for first year of employment with tenure-based increases up to 160 hours
• Two (2) floating holidays per year
• Paid sick leave*
• Six (6) paid company holidays
• Two (2) weeks paid pregnancy disability leave, four (4) weeks paid parental bonding leave
• Additional wellness and employee assistance programs